Capita PIP Contract & Audio Recording of Assessments

From: paul smith

25 February 2013

Dear Department for Work and Pensions,

1)When Capita won the contract to conduct the new PIP Assessments they said they were more than happy to offer all PIP Claimants the opportunity to have their assessments audio recorded, can you confirm that audio recording of PIP assessments will be offered to all claimants?

2)I am aware that the decision to provide audio recording of PIP Assessments is a decision for the DWP to make and not Capita, when will the decision be made as to whether Capita will be providing audio recording for all PIP Assessments?

Hi Jim,
It's actually part of the Capita tender documentation for PIP. I can't remember the specific file it is in but I have seen it as well. The whole comment is very interesting:
"The consultation can be audio recorded with the claimant’s consent.

Rationale: A key concern of claimants who have been through the WCA is that the assessor’s report will not match the discussion that takes place. An audio recording provides reassurance, transparency and an audit trail."

Many thanks chaps. Until now, the only specific reference to this I knew was made by the B&W people in their 10 12 12 newsletter:-

"So, the fight is now on to get DLA and PIP medicals recorded. Capita have already said they will do so for PIP in the area of the country they’re responsible for, so it’s time to step up the pressure on Atos."

With your help, I've now found the text and a link (and I'm in quest of the tee-shirt).

"Claimants can also use the online portal: It has a password protected area for accessing and amending appointment details and will be accessible to AA standard. Subject to DWP/DSD approval, this could also hold the audio recording of the claimant's consultation and a copy of their assessment report (at no additional cost), appropriately redacted for sensitive information. This is something that Citizen’s Advice Bureau, in particular, thought would be of huge vale based on their interaction with DLA and WCA claimants."

"The consultation itself can be audio recorded with the claimants consent. Rationale: A key concern of claimants who have been through the WCA is that the assessor's report will not match the discussion that takes place. An audio recording provides reassurance, transparency and an audit trail."

PAGE 52, bullet point 7:-

"audio recording of claimant interactions will maintain quality through random auditing and peer review, performance review, coaching and retraining where appropriate. Claimants will have access to recordings with DWP approval to improve transparency."

If you are not happy with this response you may request an internal review by e-mailing [DWP request email] or by writing to DWP, Central FoI Team, Caxton House, Tothill Street, SW1H 9NA. Any review request should be submitted within two months of the date of this letter.

If you are not content with the outcome of the internal review you may apply directly to the Information Commissioner’s Office for a decision. Generally the Commissioner cannot make a decision unless you have exhausted our own complaints procedure. The Information Commissioner can be contacted at: The Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow Cheshire SK9 5AF www.ico.gov.uk